Service Operations Analyst

Lutron Electronics; Center Valley (Lehigh County); On-site; USD 75,000 - 105,000; Full time

Job summary

Lutron Electronics is seeking a Service Operations Analyst to support the Service Organization at the Annex office in Center Valley, PA. The role delivers actionable, data-backed insights to improve service performance, customer experience, and self-service initiatives by operationalizing analytics into quality improvement projects.

Responsibilities include analyzing customer interactions and sentiment, prioritizing initiatives by impact, and partnering with Service Technology and Data Science

Qualifications

• Bachelor's degree required.
• Minimum 3.00 GPA required.
• Minimum 5 years work experience in service operations, customer support, analytics/business insights, or a related field required.
• Demonstrated experience with Power BI and advanced Excel.

Responsibilities

• Deliver actionable, data-driven insights to leadership to enhance service performance and decision-making.
• Analyze customer interactions, sentiment, and behavior to identify friction points and unmet needs.
• Prioritize improvement initiatives based on customer sentiment and business impact.
• Identify and analyze frequent customer support needs and trends to inform service strategies.
• Translate analytics into operational improvements, including quality initiatives and self-service solutions.
• Analyze cost-of-service data to identify opportunities for efficiency and quality improvements.
• Partner with Service Technology and Data Science teams to build and leverage data infrastructure.
• Support initiatives that make it easier for customers to find answers and resolve issues efficiently, reducing unnecessary contacts.
• Present insights and recommendations clearly to stakeholders at various levels.

Skills

Power BI

Advanced Excel

Education

Bachelor's degree

Job description

Overview

Lutron has an immediate opening for a Service Operations Analyst to support our Service Organization at the Annex office location in Center Valley, PA. This role will provide leadership with actionable, data-backed insights to improve organizational performance (customer experience and service effectiveness). This role focuses on removing customer friction, improving service quality, and enabling customer self-service by operationalizing analytics into quality improvement projects and intuitive self-service initiatives. This is a newly created position designed to support growth and elevate service delivery.

Responsibilities

• Deliver actionable, data-driven insights to leadership to enhance service performance and decision-making.
• Analyze customer interactions, sentiment, and behavior to identify friction points and unmet needs.
• Prioritize improvement initiatives based on customer sentiment and business impact.
• Identify and analyze frequent customer support needs and trends to inform service strategies.
• Translate analytics into operational improvements, including quality initiatives and self-service solutions.
• Analyze cost-of-service data to identify opportunities for efficiency and quality improvements.
• Partner closely with Service Technology and Data Science teams to build and leverage data infrastructure.
• Support initiatives that make it easier for customers to find answers and resolve issues efficiently, reducing unnecessary contacts as a result of improved clarity and experience.
• Present insights and recommendations clearly to stakeholders at various levels.

Qualifications

• Bachelors degree required.
• Minimum cumulative 3.00 GPA required.
• Minimum 5 years work experience in service operations, customer support, analytics/business insights, or a related field required.
• Demonstrated experience with tools like Power BI, advanced Excel, etc. required.
• Proven skill in leveraging customer sentiment analysis and cost-of-service modeling to prioritize initiatives based on business impact, effort, and customer experience preferred.

Equal Opportunity – affirmative action – employer

Lutron Electronics welcomes qualified, motivated applicants regardless of race, color, religion, sex, national origin, age, disability or genetics.